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A new day in healthcare. Together, CVS Health and Aetna help people on their path to better health.

Quality Senior Specialist

Primary Location: Waukesha, Wisconsin
Additional Locations: WI-Waukesha
The Quality Sr. Specialist is responsible for the continuous improvement and quality processes for all Aetna Telesales Vendors. Acts as an Advocate for, and support, the business by serving as a quality champion through measuring and monitoring the quality and effectiveness of work processes in telesales as it relates to sales acumen, compliance and building relationships. Consult and/or work cross functionally to influence and promote change in order to continually deliver quality results.

Fundamental Components:
Ability to work from home and make this position your own
Actively reviews and assesses calls from 3 Telesales Vendors
Oversees and monitors Vendor QA teams
Participates in sales market calibration calls
Analyze results and identifies trends
Works closely with Telesales training department to reduce likelihood of established trends
Manages call escalations and grievances to a timely resolution

3+ years of experience in call center quality program
Experience in developing and running quality process and accuracy in evaluating calls
Ability to work independently with a high level of initiative, attention to detail, and follow through
Ability to connect with all levels of management on site and remote
Excellent analytical, communication and presentation skills
Ability to work cross-functionally in ambiguous situations to solve complex problems and improve quality and community experience
Ability to adapt style as needed based on audience
Ability to understand and constructively challenge current processes for continuous improvement
Expert in the use of MS Office Word, Excel and other quality based tools/technology

The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.

Functional - Customer Service/Customer Service - Call Quality Audit - Inbound call monitoring/1-3 Years
Functional - Sales & Service/Individual sales/1-3 Years
Functional - Management/Management - Quality/1-3 Years

Technical - Reporting Tools//1-3 Years/End User
Technical - Desktop Tools/TE Microsoft Excel/1-3 Years/End User
Technical - Desktop Tools/Microsoft SharePoint/1-3 Years/End User

Telework Specifications:
WAH can work anywhere but looking at East or Central time zone

Work from home ability to make an impactful contribution to the Aetna Telesales department. Opportunity to lead high profile initiatives. Advancement opportunties

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)


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